John DiJulius | Customer Experience Blog




Try this out for cultivating new relationships and building deeper relationships: Have your employees who come in contact with customers do the following daily or weekly (based on what is realistic in their world).


Send out 3 emails per day to existing clients

Send out 2 cards per day to existing clients

Call 1 existing client per day on the phone



The 3-2-1 strategy is only to be used in dealing with existing customers you are reaching out to in a non-reactive way. They are people you are not responding to a request or currently involved in servicing at this particular day or moment. It is a cold, out-of-the-blue act of re-engaging the client, without any solicitation of product or services. For instance:




I was just thinking about you and wanted to reach to you and say hello. I hope your summer is off to a great start and you have nice family vacation planned. I also wanted tell you how much I have enjoyed working with you. You have been an absolute

pleasure to do business with, and having clients like you is the

primary reason I truly love what I do.


Always at your service,




Successful companies incorporating the 3-2-1 concept use a log for employees to track who they have emailed, sent a card, and called this week.


The key is to schedule executing the 3-2-1 either first thing in the morning or last thing before you shut down and go home for the day.






Passion is the emotional fuel that drives your vision.
 It’s what you hold onto when your ideas are challenged
 and people turn you down, 
when you are rejected by ‘experts’ and the people closest to you.
It’s the fuel that keeps you going 
when there is no outside validation for your dream.




John R. DiJulius III best-selling author, consultant, and keynote speaker, is the President of The DiJulius Group, the leading customer experience consulting firm in the nation. He blogs on customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America’s #1 Customer Service Conference.

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